Refund policy

Refunds & Returns Policy

We do our best to provide high-quality, clean, and gentle skincare. Due to the custom nature of the products, all refunds/returns are decided on a case-by-case basis (i.e. health emergencies). Unfortunately, we do not accept returns/refunds based on dislike of scent or aesthetics of the product (please read the description of the product carefully). 

You have 10 days after receiving your item to request a return/refund.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Requesting A Refund

To start a return/refund request, you can contact us at customercare@dtbgskin.com. You will need proof of purchase which can be your order confirmation. All information has to be verified. When contacting us please include your order number in the subject field and your name. In the email, include an explanation and any pictures of proof (if applicable).

***Return shipping and handling charges will not be refunded or reimbursed.

Items sent back to us without first requesting a return/refund will not be accepted.

You can always contact us with any questions at customercare@dtbgskin.com.

*Please note: Some people may see results quicker than others. This is based on your skin and the nature of the breakouts. It may take up to 3 weeks before you see a difference. NOT SPECIFIC TO OUR BRAND, breakouts may occur with new products. When you introduce new skincare, it works to speed up new skin cell growth and to pull inflammation below the surface up and out. This process generally takes a few weeks but great results are seen after this.

Exchanges

Exchanges are not accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. Please note, we require a photo of the damage including how it arrived in the shipping box. Please notify us within 48 hours of delivery of any damage. 

*Unless the return is the result of an error by DTBG skin, the original and return shipping and handling charges will NOT be refunded or reimbursed.

Refund Processing

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund (usually 7-10 business days). 

Claims

If you happen to put in a claim to the shipping carrier (USPS, UPS, etc.), we do not refund shipping, only the cost of the items. We do this because shipping was already paid for and the item was properly shipped out on our end. All claims are processed through your shipping carrier, however, our rules for shipping will not change. The refund will be issued as store credit ONLY.

If you put in TWO or more LOST claims we will not accept any future orders unless you ship to an alternate address.